WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

Published August 26, 2020

UPDATE FROM WARRANTY OPERATIONS
Hello Team,
We know that things were hectic over the last several months so we feel it’s important to revisit a topic that we
covered in our May 2020 Newsletter: Overcoming consumers’ fears in all aspects of your operations.
Goal: Do not have any customer question your safety measures; establish confidence immediately.
Tactics: You accomplish this by communicating more than you ever have. It must be visually obvious that your
facility and processes have changed. Overcome the "Fear of the Unknown" by communicating effectively before a
customer starts the Service Process, "hold their hand along the way", and have strong visual changes for those
visiting your dealership. Pick Up and Delivery is a customer security and convenience initiative working very well for
many retail businesses including dealership maintenance and service repair.
Customers will remember your business for the procedures you implemented in response to the pandemic. The
more you can make them feel safe, the more likely you are to see repeat visits and have those customers provide
favorable feedback to their friends and family on your operations.
Thank you,

Jim Sassorossi
Director – Dealer Support & Warranty Operations

FIXED FIRST VISIT IMPROVEMENT
AVERAGES for U.S. DEALERS:

FFV – Year to Date: 91.7%
June
91.9%

July
91.1%

August (as of 8/24)
90.5%

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

Claim Processing Life Cycle
Dealers have a total of 60 days to process a
claim. Final payment is part of the 60-day
processing time line, with the goal of receiving
payment before the 60-day time frame
expires. FCA is aware that there are a couple of
states that allow dealers additional time to
process claims, and we will work with dealers in
those states to be compliant. However, FCA’s
true goal is to pay all claims accurately and
quickly.
If a claim goes over the 60-day processing
timeline and the dealer has been actively working
the claim (submitting the claim every 5 days),

agents will continue working with the dealer up to
when the claim turns 90 days old.
After 90 days, the claim can no longer be
submitted into RA for review. If a dealer would
like a claim over 90 days old reviewed, they will
have to go directly to the BC with the request for
review, as the WCC cannot assist with claims
over 90 days old.
To avoid aged claims issues, we encourage
dealers to review not only their claims listed in
DealerCONNECT, but dealers should also be
reviewing their Open RO report and Accounts
Receivable.

Wiring Repair Claims
Electrical repair LOPs are used to help improve
product quality, which is why it is important that
accurate repair data be provided on the claim by
the dealer. Many times the correct LOP is the
only point of view thought of when talking about
accurate reporting, but accurate time reporting is
just as important. To help ensure both the
correct LOP and the correct time are reported,
the following guides are to be used when
reviewing Wiring claims.
All labor time for the wiring repair is to be entered
on the Wiring LOP, this includes:
 Time to gain access to the wiring location
 Time needed to identify the cause of the
issue





Time to complete the wiring repair
Time to put the vehicle back together
All wiring repairs are Actual Time

Dealers can add all the time punches related to
the wiring repair into one final time to be used to
support the claim request.
To help dealers correctly process these
requests, a new overlap between wiring and
diagnostic time has been set up. Claims sent to
FCA for review that have the repair broken into
Diagnostic Time, Component AT, and/or Wiring
will be returned for correct coding using the
Wiring repair LOP.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

Importance of Exchange Order Type
In June 2020, MVP started using the same
exchange order process that Warranty has used
for many, many years. With that, the importance
of correct exchange order type has increased. In
the past when a dealer used the wrong ordered
type (for example ordering a part as Warranty,
but processing the claim as MVP), that would
cause an exchange order charge back that MVP
would pay for. In fact, many times the dealer
was paid for the part before even being charged
for it. However, now that MVP no longer bills the
dealer for the part and the part is no longer
priced out on the claim, you have to make sure

the claim type matches so there is no chargeback
in the future. If there is a chargeback that was
caused by the dealer not ordering the part
correctly, the dealer is responsible for the
chargeback.
If you notice the order types do not match before
the part is installed, you can return the part new
and unused, and order the part correctly.
Please make sure the Parts department is aware
of the importance of order type so these charge
backs can be avoided.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

2019 – 2020 Pacifica (RU) - Power Mirrors Would Not Operate
Using Memory Seat Functions
A customer may complain that “Power Mirrors
appear to not adjust with the driver presets”.
Verify Memory Mirrors is applicable to the
vehicle by checking if the option LEM is present
in the Vehicle Sales Code list. A vehicle may
have Memory Seats and Radio presets and not
have Memory Mirrors. Do not replace the
Memory Seat Module for this issue.
All others with Memory Mirrors:

Verify the concern is not linked to the Memory
Seat Module options and settings.
The Door Control Module (DCM) shall read and
retain the positions of the driver side outside
mirror. The DCM shall store the positions in
Non-Volatile Memory (NVM). So, if that setting
is not configured in the car, then the Door
Control Module will not store the power mirror
information.

All Vehicles - All Model Years - A/C Refrigerant Lines Seal Caps
The purpose of this article is to ensure the
proper installation of the A/C refrigerant lines
seal caps. As an additional step to confirm the
A/C system is free of leaks, it is required to
follow the next described activity.
The A/C lines caps are an important part of the
system that will ensure it is properly sealed.

Remove the high and low port caps to perform
required vacuum and charge operations as per
the described service procedure. After finishing
the operations, high and low side ports caps
must be installed back by using a torque tool to
confirm torque is the appropriate. The torque
tool can be a clicker or an inch/pound torque
wrench capable to torque the cap at 2.5 in/lbs.,
by using the upper TORX feature on the cap.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

Typical cap and an optional tool, or an
inch/pound torque wrench could be used with a

TORX bit for the center of the cap.

2019 – 2021 JL/JT Weather Seal Replacement
Approximately 90% of returned door and
header seals are found to have no trouble found
when reviewed by the supplier and engineering.
The majority of these returned seals are placed
on vehicles and water/wind tested at the
assembly plant with no material issues found.
This is to assure technicians are aware of
diagnosis procedures, normal seal conditions,
body fit requirements and documents that are

available in Service Library to ensure weather
seals are not replaced unnecessarily.
If a technician assigned to a leak repair is not
experienced in water leak repairs, it is advised
to have them review the Body Diagnosis and
Testing pages located in Service Library. There
are several documents pertaining to diagnosis
and testing to assist with issue resolution (Refer
to 23 - Body/Diagnosis and Testing).

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7
It is important to ensure all available service
documentation
is
reviewed
prior
to
diagnosis/repair to ensure the appropriate
operations are being performed. Should the issue

persist after all available service procedures are
performed, please contact the numbers listed in
the GPOP prior to replacing the seal.

If there are any questions related to the door
seals or windshield header seal, there is an
active GPOP Tech Tip for both. Please call the
numbers listed on the GPOP Tech Tip to discuss
potential corrections prior to seal replacement if
required.

seal set and creates no issue when parts are
tested on both new and aged units at our
assembly plants.

Many returned parts reference warped,
misshaped or deflected seals in the Warranty
Claim narratives. On most reviewed parts, the
only deflection found is deemed to be normal

Below are two examples of areas commonly
referenced in narratives as a reason for
replacement, where visible seal deflection is
expected and considered a normal operating
condition and do not contribute to water leaks
or wind noise.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

In many cases, we find witness marks on the
returned weather seals that indicate a potential
door or panel alignment issue. Please ensure
door and panel fits are within spec before
changing weather seals for wind/water issues.

Gap and flush specifications are published in
Service Library for specific vehicles at this
location: 23 - Body / Body Structure / Gap and
Flush / Specifications.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 7

2020 Warranty Bulletin Highlights

Bulletin #

Subject

D-20-01

Automatic Labor Rate Increase (ALRI) 2020

D-20-02

DIPAP Requirements – Addition of Jeep Wrangler (JL/JK)
and Jeep Gladiator (JT) Hard Top and Targa Top Panel
Replacements – All Dealers
Suspension of Operations at QEC Part Return Center
and Part Chargebacks – Excluding Core Returns (Rev. A)
Temporary Warranty Policy Adjustments

D-20-03
D-20-04
D-20-05

D-20-06
D-20-07
D-20-08

D-20-09
D-20-10

D-20-11

Jeep Gladiator (JT) - All Models and Model Years
Equipped With Truck Hero, Inc. Mopar Components Warranty Coverage
Recall W25 – Time Punching Exemption
Ram Pickup (DS/DJ/D2) Mopar Truck Hero, Inc. Soft
Tonneau Covers – Warranty Coverage
Addition of 2.4L Multiair Engines to the Powertrain
Service Center (PTSC) Pre-Authorization Program – ALL
DEALERS
Activation of Operations at QEC Part Return Center
(X88) Active Head Restraint – Select 2014 / 2015/ 2016/
2017/ 2018 Dodge Durango (WD) and Select 2014 – 2018
Jeep Grand Cherokee (WK) (Rev. A)
Removal of 9-Speed 9HP48 Transmission from STAR
Restriction

Release Date

DCMail ID#

01/29/2020

62283

02/12/2020

62677

03/25/2020
03/31/2020

63805
64010

04/15/2020

64512

04/20/2020

64625

05/06/2020

65049

05/06/2020

65065

05/13/2020

65252

08/26/2020

67871

06/24/2020

66202